General questions

How to better start working with Round Robin?

   First, you can familiarize yourself on how Round Robin works, then you should perform a minimal set up.

 


Do you have any setup guide I can use?

   There is detailed setup guide.

 


Do you have any video guides to help me setup the product?

   No.

 


Is there a minimum Zendesk plan required?

   Round Robin will work with any Zendesk plan except one feature which requires "Private custom apps & integrations" Zendesk feature available starting Professional plan.

 


What functionality is available after registration?

   After registration we offer a 30-day trial period with Enterprise plan. So you can evaluate all benefits of the app and make sure whether it is suitable for your workflow.

 


What about reliability?

   We develop Round Robin as a highly reliable solution with the following features:

  • uptime of 99.80-99.99 based on Google App Engine infrastructure,
  • enterprise level of security based on Google authorization,
  • queue-based asynchronous processing, avoiding network issues and Zendesk API rate limits.

 


Is Round Robin free if I already have Zendesk subscription?

   No. Round Robin is a separate application. We provide four subscription plans (including free one). Pricing is here.

 


 

What Terms of Service are provided?

   The last version of Terms of Service is presented here.

 


Why Round Robin is not showing up in my Zendesk interface?

   Round Robin interacts with Zendesk interface via Zendesk API. So It doesn't display itself in Zendesk interface.

 


Is there safe way for my production Zendesk instance to evaluate Round Robin functionality?

   Yes. If you have Enterprise plan in Zendesk, you can use Zendesk Sandbox for evaluating Round Robin functionality. The sandbox environment configuration has no difference from common configuration process except one. You need to specify your sandbox subdomain (it usually looks like this yoursubdomain6789229) instead your production one.
   If no you can to create new Zendesk trial instance to perform all necessary tests.

 


Is it possible to keep tickets in NEW status?

   There is no way to keep tickets in "NEW" status, because of this is a feature of Zendesk. When a ticket is assigned to an agent (regardless manually or by Round Robin), the ticket status is changed to "OPEN" automatically.

 


Can Round Robin create any reports?

   Round Robin doesn't support reports. You can see current (24 hours) statistic only in "Load in the last 24 hours" widget at Dashboard page.

 


Is Round Robin open source?

   No.

 


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